AccountId: 011433970860
ContactId: de01753b-cc8b-44bd-b66a-8f18eeb959c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134279 ms
Total Talk Time (AGENT): 66839 ms
Total Talk Time (CUSTOMER): 48606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/de01753b-cc8b-44bd-b66a-8f18eeb959c8_20250211T21:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I need to verify eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, and may I have a callback number just in case we get disconnected, Ms. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hattiesburg Clinic.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1097952
[AGENT][NEUTRAL] That was 1097152.
[CUSTOMER][NEUTRAL] 1097952
[AGENT][NEUTRAL] 9. OK, thank you. All right, uh let me pull that up.
[CUSTOMER][NEUTRAL] when I see it.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] That may be out there.
[AGENT][NEUTRAL] And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, we have an effective date of [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And it is active at the moment, and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, and when you say supplemental, it's not like a plan G or a plan or anything like that, right?
[AGENT][NEUTRAL] No, it's just a secondary to the major medical. Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII]
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Mhm